BrainTrust Query: Tempted to Text
During a recent shopping expedition, I couldn't help but notice the number of store employees using cellphones while on the floor. I wondered if these companies allow their employees to use their phones at work or if these folks were just not following company rules. I did ask one person if her company was okay with her checking email instead of paying attention to her customers. Oh, if looks could kill!
So, I decided to ask my clients what they do. They are a combination of small, mid-size and national specialty retailers. Here's what they said:
1. Do you allow employees to carry their phones with them while on the floor?
Yes - 20 percent
No - 70 percent
Other - 10 percent (Mostly in case of emergencies)
2. Do you allow employees to access their phones while on the floor?
Yes - 15 percent
No - 75 percent
Other - 10 percent (Mostly in case of emergencies)
3. Do you have a written policy on cellphone use at work?
Yes - 55 percent
No - 45 percent
Not surprisingly, multi-store locations are more likely to have a written policy, but most respondents were pretty firmly against cellphone use by employees.
"Cellphone use on my clock is strictly prohibited. They must be turned off upon arrival to work and all purses are left in the office to help prevent employee theft," said one.
Added another, "We would like to allow the use, but invariably they end up texting, gaming or on Facebook and customer service suffers or is ignored completely."
A few people are fine with it.
"I don't mind if my employees access their phones as long as there are no customers in the store."
"In today's world, cells are an integral part of life. They are used in lieu of a watch. Kids and elderly parents need just one number for emergency contact. Quick texted messages are less disruptive than phone calls to/from the store. But phone conversations are to be taken off the floor. If phone isn't a disruption and doesn't impede service, it's ok."
One store manager even leverages the phone for good service.
"We let employees take pictures from their cell of product to email customers with new merchandise or product that they think their customer is interested in."